Continuing the ongoing saga of our luggage delayed by British Airways, my wife received the following letter from BA last week. I believe that this letter was independent of the exchange I had with BA, since I wrote to them under my name, not my wife’s. I suspect they’re actually determining from their databases whose bags were delayed and sending this letter to all everyone.
September 12, 2007
Dear Mrs Kamens,
A recent combination of events has affected British Airways and other airlines flying in and out of London Heathrow, causing our customers’ baggage to be delayed, in many cases significantly. As a result, we have delivered levels of service that fall well short of what our customers should expect.
I understand that you were directly affected by this situation. Please allow me to personally apologise for the inconvenience and disruption it has caused you. I can only imagine the level of frustration you must have felt.
While I know nothing could possibly make up for the experience you had, I feel you deserve something more than my apology. British Airways has added 10,000 BA Miles to your account as a small token of our appreciation for the inconvenience we know you suffered at our hands.
On behalf of everyone at British Airways, we look forward to doing better on your next flight with us.
Yours sincerely,
Robin Hayes
Executive Vice President, Americas
Kudos to BA!
